Customer Service Advisors supporting electricity customers in Ireland through various channels. Responsible for handling customer queries and providing excellent service in the Customer Care Centre.
About the role
- Lead and develop a high-end customer Care team to enhance customer support performance, establishing clear performance measurements and an environment that facilitates success.
- Drive customer retention and improve NPS scores ongoing.
- Support large customers ensuring any specific MSA requirements are delivered and provide feedback on new Ts&Cs to ensure operational success.
- Ensure customers are supported in a way that fosters strong, professional and trusting relationships.
- Motivate, train and develop your team for exceptional service delivery and individual growth.
- Ensure customer issues are being effectively and completely resolved to the customers’ satisfaction and serve as the critical point of escalation for the resolution of customer complaints.
- Learn and become proficient in the use of the tools and systems used by Culligan Quench for service, including but not limited to Salesforce, Excel and PowerBI.
- Become familiar with the systems used by customers for payment and service (external payment and service portals).
- Partner with Scheduling and Field Service to ensure all customers’ services are scheduled and completed within all SLA targets.
- Participate in customer-facing meetings, including but not limited to monthly or quarterly relationship meetings, issue resolutions meetings, or other consultations as required by Sales, Service, Finance or the customer.
- Monitor all team performance measurements and provide feedback through individual 1:1s, effective use of personal development plans and coaching and development opportunities.
- Work effectively and cross functionally with all peers and departments to negotiate and influence customer improvements.
- Employ a strategic, forward-looking mindset, identifying and developing improvement opportunities by identifying new processes, team structure, tools and technologies to better serve and retain the customer base.
- Work collaboratively both within the Customer Care organization and across the broader Culligan Quench enterprise to advance service delivery, manage costs, increase revenue and improve customer satisfaction across the board.
- Acquisition support as needed to ensure outstanding customer onboarding.
- KPI achievement. Meet/exceed all position specific key performance indicators/metrics (KPI’s)
- Maintain budgeted staffing levels.
- Operate within defined annual budget.
- Participate in budget exercises throughout the year and for FY budget development as needed.
Requirements
- Minimum 5 years in a customer facing, account management and customer service capacity.
- Minimum 6+ years’ experience leading/managing operational customer support teams.
- Minimum 3+ years’ experience managing people leaders.
- Technical/system aptitude as needed to learn and utilize tools.
- Established track record of exceeding targets, KPI’s/SLA’s.
- Ability to use data and business intelligence in decision making.
- Demonstrate ability to motivate and communicate with others at all levels.
- Proven success building key customer and business partner relationships.
- Strong problem solving and decision-making skills.
- Experience with Excel, Salesforce and PBI is preferred.
- Proficient in MS Office Suite.
- Ability to operate and lead successfully in a fast-paced, dynamic business environment.
- Excellent written, oral and verbal communication skills.
- Education: Bachelor’s degree or equivalent experience strongly preferred.
- Occasional travel may be required (10%)
Benefits
- Competitive base salary plus bonus opportunity.
- Tuition reimbursement.
- Medical, vision, and dental insurance.
- Unlimited time away policy.
- Short- and long-term, supplemental, and company-paid life insurance.
- 401(k) retirement savings plan.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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